Como ter acesso ao suporte técnico da Microsoft?

Question

Sou proprietário de uma pequena empresa (menos de 5 funcionários) que utiliza o Microsoft 365 diariamente. Infelizmente, tive um problema com o meu telemóvel e perdi o acesso à aplicação Microsoft Authenticator, o que me impede de entrar no Centro de Administração para gerir as minhas contas.

Estou há vários dias a tentar resolver esta situação, mas sem sucesso. Além disso, não consigo obter suporte técnico, pois o acesso ao Centro Administrativo é necessário para abrir um pedido de suporte.

Preciso de resolver esta questão com urgência, pois não posso perder o acesso às contas de e-mail associadas à minha empresa. Poderiam, por favor, indicar-me um contacto de suporte técnico?

Answer 1

Hello ALex,

I appreciate your help.

However, I have been trying to contact you by phone for several days, but I am put on hold for hours and never manage to speak with a technician.

I understand that you receive thousands of calls, but it is unacceptable to pay for a service and not be able to get support quickly and efficiently.

In the meantime, I continue to have company emails that are inoperative because I cannot access the admin center.

It is unthinkable that a company of this caliber and size has such a deficient customer support service!

Answer 2

Hi, STC Interim

Good day!

Thank you for posting to Microsoft Community. We are glad to assist you!

According to your description, I'm sorry to hear about the trouble you're experiencing. We truly understand how frustrating it is when troubled with an " Authenticator Loop".

First of all, would you please allow us to know if there's any other administrator account of your organization?

If so, please ask your other administrator reset the MFA for old admin account first --Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn.

Or there's only one administrator account of your organization, in this situation, there's no other administrator to reset and for our community team that we're unable to operate it as well. Please be kindly to understand that for our community team that we do not have the authority to access into the backend.

Thus, the final option for you is contacting Microsoft Data Protection team by phone support -Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn.

Microsoft Data Protection team has only required permission to reset your account on the backend. They are the only responsible and privileged support team for account questions.

During the phone call, you will need to provide the information you have received through your subscription, such as: Your company name, billing information, phone number, alternate email address, etc. Therefore, our privacy team can help you reset your multi-factor authentication, and after the reset, you can add your account back to your authenticator app on your new phone and set it up from scratch or choose a different authentication method to log in to your account.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows:

IVR: What kind of problem are you concerned about?

Customer: Lost account.

IVR: What kind of product do you use?

Customer: Office 365 for business.

IVR confirmation: education or company account?

Customer: For companies

IVR: Are you an administrator?

Customer: Yes.

IVR: Do you have the other administrator in your organization?

Customer: No.

IVR: Do you need a... Service request?

Customer: Yes

Thank you for your precious time and your kind understanding.

I hope this information helps you to reach data protection team to open ticket.
Hope you everything is going well for you.

Thank you for your precious time and your understanding would be highly appreciated.

Sincerely,

Alex | Microsoft Community Moderator.